Since 1984, Conservation Services Group (CSG) has pioneered promoting energy efficiency, conservation, and clean energy technologies that are helping consumers save money as well as protecting the environment.
IMPORTANT:This Advertiser has requested that applicants MUST be National Residents / Valid Work Permit-holders. Other applicants need not apply.
Conservation Services Group, Inc. (CSG) seeks a full-time Contact Center Lead for its Portland, Oregon Customer Contact Center. CSG's Portland office is responsible for quality assurance, data processing and customer service activities for its Oregon based energy efficiency programs.
Key responsibilities include:
Assist Contact Center Supervisor in creating a dynamic customer service-oriented call center.
Assist Contact Center Supervisor in the overall day-to-day performance of staff to ensure programs achieve acceptable customer support levels, particularly in the absence of Supervisor.
Monitor program and staff results as needed or directed by Contact Center Supervisor and provide feedback, suggestions, and recommendation for improvement as necessary.
Assist in receiving incoming calls and provide initial screening of customer questions. Evaluate needs and direct customers to appropriate programs/services. Accurately enter customer data into tracking software systems.
Handle both inbound calls and outbound calls to support the needs of diverse customers as well as process incentives on a regular basis or as directed by Contact Center Supervisor.
Facilitate and assist with training of all new employees.
Assist with cross-training opportunities into various programs and/or process and procedures as needed and directed by Contact Center Supervisor.
Understand and be knowledgeable about the Inter-Tel 5200 Telephone System, Call Accounting Suite Reporting Package and the Oaisys Call Tracer Recording System in order to support the Contact Center Supervisor with monthly billing and reporting requirements.
Assist Contact Center and Supervisor in ensuring monthly call statistic requirements are met.
Regular monitoring of staff performance for quality assurance and training purposes. Recommend an action plan based on monitoring results.
Assist in identifying and establishing training and developmental needs to enhance customer service skills within the department.
Under the direction of the Contact Center Supervisor, understand and be knowledgeable about CSG software in order to provide both adequate training to staff as well as to work with IT to make enhancements to the system as needed for new or changing requirements.
Act as a liaison between the Customer Contact Center and clients in Supervisor’s absence.
Assist in monthly reporting requirements as directed by Contact Center Supervisor.
Responsible for supporting the Contact Center Supervisor in day to day operations as well as supervising Customer Service Representatives as directed by Contact Center Supervisor.
Other responsibilities as required.
Position is fast-paced and provides a high-energy opportunity for career growth and new learning opportunities.
Qualifications:
3-5 years' customer service experience involving extensive telephone experience.
Accurate computer keyboard and data entry skills.
Basic MS Word and Excel.
Excellent listening, telephone, verbal and written communication skills are essential.
Positive, professional, and adaptive attitude required.
Strong organizational skills with attention to detail required.
Ability to work well in a fast-paced team environment.
Ability to manage multiple tasks with ever changing priorities.
Bilingual English/Spanish a plus.
High school diploma or GED required; college degree preferred.
